Why is my USA shipping option unavailable at checkout?

[thesoapgals]

Hi can anyone help,

I have a customer wanting to order to Ilias in USA, I have selected this option on my shipping and the service and she still cannot checkout it says unnavailable?

Can anyone help?

[Kimi]

Hi @thesoapgals.

Do you have a screenshot of the specific error message that your customer is seeing on their end?

I recommend going through your shipping rates by navigating to Settings > Shipping and delivery > Manage rates on your Shopify admin, so that you can double check the following:

1. Make sure that the address being entered on checkout is included within your Shipping to zones
2. If you've created your own shipping rates, make sure that the customer's order total on cart is within your price or weight conditions of your shipping rates
3. If you have multiple locations on your store, double check that the products on checkout are being stocked at a location that already has shipping rates attached to it. A location with active shipping rates will show up under the Shipping from heading. If any one of your locations don't have shipping rates on them, they will show up on the very bottom of this page under the heading Not shipping from, and it will give you the option to add shipping rates to these locations
4. Are you using any third-party apps to configure your shipping rates too, by any chance? If this is the case, you can double check the shipping settings on the app to see if you've set it up correctly for it to pull through to your storefront

You can also check the customer's products on cart and ensure that they've been marked as a physical product within the product page on your Shopify admin, so that they are eligible for shipping. Check out the Shipping section of this help guide for more information on this.

If your store has access to Shopify Markets, make sure that you also have the corresponding market or region enabled in Settings > Markets. This guide has more context, if you need it.

Once you make any necessary changes or edits on your Shopify admin, you can then test the customer's order from your end, just to see if the shipping rates will now show up successfully on checkout.

If you're still experiencing issues with this after the troubleshooting steps above however, you can contact our live support team so that we can help investigate this further from our end. To get in touch with our team, you'll need to login to your store via our help centre here. Once logged in, select a topic that best fits your query or situation. From there, you'll be taken to a page with the heading 'Contact support', and you can scroll to the bottom of that page to select your preferred contact method with our team.

[thesoapgals]

is it because i usually use kg and this is grams for america?

[Kimi]

@thesoapgals

Thanks for sharing that screenshot. I can see that there are some gaps in your weight-based shipping rates, so perhaps this is why the customer isn't seeing any of your rates on checkout. You can review the table below for an example of a working weight-based shipping rate:

So in your case, you'd want to look into editing your shipping rates to include certain decimals:

The above is just an example of the first two rates on your store, but the rest should also be updated to follow the same format.

Have you also contacted our live support team about this? If you haven't already done so, you can reach out to them following the instructions on my earlier reply. They'd be able to take a closer look at your shipping settings from their end and help you further with your shipping rates.

[thesoapgals]

I have done this, I hope it worked!

[Kimi]

Let us know how it goes @thesoapgals!